Rerouting based on BH

Do you have chatbot replying only in a specific time? Or multiple queues with agents working in different times? Then you know that the cases routed to the night queue will stay there and the agents working in the morning have to manually search for them. And that is not fun nor practical! So we have prepared a guide on how to re-route cases into other queues based on your needs automatically using WFA.

In this scenario, we will show you how to move cases from the chatbot, which replies outside of our business hours, to the agent queue in the morning, at 8:55 AM specifically.

Let’s do this!

First, check you have at least two queues, one for the chatbot, and one for the agents.

If you need help on how to set up your queues, visit our section about Queue Routing.

The scheduler allows us to execute a job in a defined time interval.

In Schedulers> Add create a new interval using the crontab.guru. We use 55 8 */1 * * to run our job every morning at 8:55 AM, just before our agents go online.

You can verify if your crontab format is correct by checking the ‘Next run at’.

Now, we need to select the conditions for the cases to re-route. Click on ‘Conditions’. Choose the condition type (filters). In this case, we have "channel conditions" - Chatbot in Facebook Direct Messages.

The next important condition is the queue. As mentioned before, the cases handled by the Chatbot are in the Chatbot queue. So we will add another condition type, this time the "Routing queues" and will select the chatbot queue

And the last condition type to add are the case statuses you want to re-route.

So far, we set up the queues, the scheduler, and its condition - in other words, when and where does this activity happen.

Now we need to add the action - the job.  
In Jobs click on ‘Add’ and set a name easy to identify, since we need to link schedulers with the jobs.

The action selected is ‘reroute case to a different queue’, and the destination queue -> Agents’ queue. Don’t forget to hit save. In the last step we connect the scheduler to our new job. To do so, go back to Schedulers and click on jobs.

Then, select the job recently created and click on ‘Add’

We are done! You are ready to try our automation solution.